• _This role is a hybrid workstyle:_
• _with the associate expected to work from a Raymond James office location at least three days per week, including either Monday or Friday._
• _Raymond James' work environment is designed to reinforce our values-based culture while supporting the competitiveness, profitability, and long-term growth of our firm._
• _Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future._
• + Performs reporting capabilities for the team including but not limited to creating and customizing reports and dashboards in ServiceNow, Control-M, and Tableau + Analyzing multiple data sources to identify trends or issues that should be addressed + Makes recommendations based on analysis and leads initiatives to correct trending issues + Occasionally presents service delivery data to leadership and stakeholders + Monitors enterprise job schedule in multiple environments.

+ Provides quality assurance for IT Operations Team by identifying errors or inefficiencies, correcting them, and ensuring they are not repeated

+ Creates, reviews, revises, and adheres to process documentation.

+ Monitors and ensures accuracy of IT Operations SharePoint Site.

+ Leads continuous improvement efforts by identifying gaps, optimization opportunities, and/or automation opportunities for processes to streamline and improve daily operations.

+ Identifies gaps in training of Operators and provides training when necessary

+ May execute and respond to service management requests assigned to IT Operations

+ Works on assignments as assigned by IT Operations leadership

+ Monitors and supports the End-of-Month Statement Process on the last business day of every month

+ Executes on and responds to internal and external auditing requests by providing evidence from the workflow orchestration tool

+ Performs other duties and responsibilities as assigned

• Knowledge of:
• + IT Operations Services' role in Information Technology + Workflow orchestration tools + IT service management tools + Project/Quality management practices + ITIL service management/change control practices + Automation, monitoring, and reporting practices
• Skill in:
• + BMC Control-M + Microsoft Suite of Tools (specifically Outlook, Teams, SharePoint, Word, Excel, PowerPoint, and OneNote) + Video Conferencing Tools + ServiceNow + Development experience is a plus
• Ability to:
• + Identify and understand issues, problems, and opportunities; analyze and compare data from different sources to draw conclusions; own issues through resolution + Clearly convey/present information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message + Prioritize, multitask, coordinate, and delegate tasks based on business impact + Follow processes, procedures, and best practices; Create standardized documentation + Recognize gaps in knowledge and provide training + Maintain skill levels at industry level standards and adapt to and learn new processes and/or techniques to remain current with developments and trends in IT Operations Services + Develop and use collaborative relationships to facilitate the accomplishment of work goals + Build and maintain productive strategic partnerships within the organization to collaboratively execute business goals + Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences + Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships.

+ Advocate for change and be an ambassador for process improvement

+ Possess a good attitude and willingness to learn